BUILDING A SCALABLE HELP CONTENT SYSTEM

When I joined JPMorgan, the Help Content team operated primarily as a reactive support function. Writers responded to incoming requests, updated documentation as features changed, and handled a steady flow of stakeholder questions. The work was necessary, but the system behind it was unclear.

At the same time, the company was preparing for a major interface transition to the new JPMorgan Access platform. This rollout created an opportunity to rethink how help content supported the product.

If the interface was evolving, the content strategy had to evolve with it.

The challenge was not simply updating documentation. It was aligning help content with a large product launch while building a structure that would scale beyond the rollout itself.